PRIVACY POLICY

At LemonAid Allied Health, we are committed to protecting the privacy and confidentiality of your personal information in compliance with the Privacy Act 1988 and the Australian Privacy Principles. This Privacy Policy explains how we collect, use, disclose, and manage your personal information when you engage with our services.

COLLECTION OF PERSONAL INFORMATION

We collect personal information necessary to provide occupational therapy services, manage client care, and conduct business operations. This may include your name, address, contact details, date of birth, next of kin/ emergency contact, sex/ gender, race, medical history, Home Care Package (HCP) details (if applicable), treatment records, other health-related information, service provider details, and billing, funding and insurance information.

We collect information through:

  • Client intake forms, assessments and observations during consultations.

  • Referrals from doctors, hospitals, or other healthcare providers.

  • Emails, phone calls, and online interactions.

  • Secure electronic records and paper files.

USE AND DISCLOSURE OF PERSONAL INFORMATION

We use personal information for:

  • Providing occupational therapy services and treatment plans.

  • Billing, Medicare/HCP claims, and insurance processes.

  • Internal record-keeping, audits, and quality improvement.

  • Communication with clients, healthcare providers, and authorised representatives.

We only disclose personal information when:

  • Required by law (e.g., mandatory reporting, court orders).

  • Necessary for treatment (e.g., sharing with doctors or allied health professionals with client consent).

  • For business operations (e.g., secure IT providers, accountants—all bound by confidentiality).

  • We do not sell or share personal information for marketing purposes without explicit consent.

DATA SECURITY AND STORAGE

We take reasonable steps to protect personal information from misuse, loss, unauthorised access, or disclosure, including:

  • Secure electronic systems with password protection and encryption.

  • Locked filing cabinets for physical records.

  • Staff training on privacy obligations.

  • Clinical records are retained in archives for a minimum of 10 years after the last service before secure destruction.

ACCESS AND CORRECTION OF PERSONAL INFORMATION

Clients have the right to:

  • Request access to their personal information (subject to legal exceptions).

  • Request corrections if information is inaccurate, outdated, or incomplete.

  • Withdraw consent for certain uses (where applicable).

Requests should be made in writing to hello@lemonaidalliedhealth.com.au. We will respond within a reasonable time and may charge a fee for access if permitted by law.

COMPLAINTS AND BREACH NOTIFICATION

If you believe we have breached privacy laws, you may lodge a complaint via:

Email: hello@lemonaidalliedhealth.com.au
Phone: 0490 472 194

We will investigate and respond promptly. If unsatisfied, you may escalate the complaint to the Office of the Australian Information Commissioner (OAIC) at [www.oaic.gov.au](https://www.oaic.gov.au).

In case of a data breach involving potential harm, we will notify affected individuals and the OAIC as required.

UPDATES TO THIS POLICY

We may update this policy periodically. The latest version will be available on our website or upon request.

CONTACT US

For privacy-related questions, contact:

Keecia Lems
LemonAid Allied Health
hello@lemonaidalliedhealth.com.au
0490 472 194